Information Technology

IT Help Desk

File an IT Help Desk Ticket

There are several ways to access the IT Help Desk and file a ticket. 

Email

If you need help with software or hardware, such as software installations, crashes, login issues, slow computer, or printer problems, please email IT at help@ucanr.edu. 

If you are encountering ANR website issues such as broken links, website errors, or publishing problems, please email our IWP developers at iwp@ucanr.edu. 

In either case, your ticket should contain these details:

  1. Provide as much detail as possible.
  2. Provide any relevant URLs.
  3. What were you doing when the issue occurred?
  4. What are the exact error messages?
  5. What steps have you already tried?
  6. Provide the date and time the issue started.
  7. Impact and urgency: Does the issue prevent you or others from working?

Phone

The IT help desk can be reached at (530) 750-1212.

ServiceNow

Go to UCANR ServiceNow, and select IT Help Ticket (Incident):

Service Now It Help Ticked Incident

Create a ticket

When creating the ticket, remember to include this information:

  1. Provide as much detail as possible.
  2. Provide any relevant URLs.
  3. What were you doing when the issue occurred?
  4. What are the exact error messages?
  5. What steps have you already tried?
  6. Provide the date and time the issue started.
  7. Impact and urgency: Does the issue prevent you or others from working?
Service Now IT Help Ticket Incident the Ticket

Add a watcher 

Add any others who have interest in the ticket as a watcher.

Add Attachments

Screenshots: Upload screenshots of error screens or issues. Include the URL bar.

  • Windows: Print Screen, or Windows + Shift + S
  • Mac: Command + Shift + 4

Files: Upload any documents or relevant attachments.

Logs: Please copy-paste any relevant error messages.

Submit and Track

Click “Submit Ticket.” You’ll receive a confirmation email with a tracking number. Use this number to check the status or add updates if the issue changes.
 

Pro Tips for a Good Ticket:

  1. Be specific, not vague. (“Excel crashes when I copy/paste into column C” is better than “Excel doesn’t
    work.”)
  2. Always include a URL for website questions.
  3. Always include screenshots or error codes.
  4. If multiple people are affected, mention that.
  5. Only submit one issue per ticket – separate problems should have separate tickets.

Have questions?

There are many answers to questions, Go to the IT Knowledge Base

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